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- Product code: 21973
- ISBN: 0787963887,
ISBN13: 9780787963880,
272 pages, paperback
Published by Jossey Bass on 2002
, Revised edition Rate this book...
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Download an extract of this book as a PDF file. |
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Description of Customer Loyalty |
You've read about Customer Loyalty in the "Los Angeles Times", "Dallas Morning News", "Miami Herald", "Kansas City Star", "Entrepreneur", "Industry Week", "Marketing News", "Boardroom Reports", "Marketing Management", "Library Journal", "The Selling Advantage", "Ideas Magazine", "Executive Briefings", "Training", "Hospitality Upgrade", "Direct", "Quality Digest", "Marketing Tools", "Houseware Executive", "Journal of Pharmaceutical Management", "Discount Merchandiser", "TeleProfessional", "NationsBank Business", "Modern Jeweler", "Furniture Today" - now read the new and revised edition of the ground-breaking book that created all the buzz.
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Reviews"Customer Loyalty is a comprehensive resource for businesspeople who are looking to improve customer service and satisfaction."
- From Harvard Business School Working Knowledge
| Contents of Customer Loyalty |
Foreword (General Robert T. Herres, USAF (Ret.), Chairman, USAA)
About the Author
Preface
Acknowledgments
1. Customer Loyalty: The Way to Many Happy Returns
2. A Closer Look at Loyalty
3. Growing a Loyal Customer: The Seven Key Stages
4. Turning Suspects into Qualified Prospects
5. Turning Qualified Prospects into First-Time Buyers
6. Turning First-Time Buyers into Repeat Customers
7. Turning Repeat Customers into Loyal Clients
8. Turning Loyal Clients into Advocates
9. Customer Loss: How to Prevent It and What to Do When It Strikes
10. How to Develop a Loyalty-Driven Culture in Your Company
The Twelve Laws of Loyalty
References
Company Index
Subject Index
Jill Griffin Wants Your Stories
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About Jill Griffin |
Jill Griffin is an internationally published author, business consultant, and speaker. As president of the Griffin Group in Austin, Texas, she speaks to and consults with businesses of all sizes, from Fortune 500 companies to law firms and small banks. She is coauthor of Customer WinBack (Jossey--Bass), deemed one of the thirty best business books of 2002 by Soundview Executive Book Summaries.
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